Can't update REX Environment Force

[Nemo 1,307]

4 hours ago, rstough said:

We just aren't using the forum method anymore for we found it to be more frustrating for customers ...

It has never been frustrating to me.

But your forum structure was a bit over-complicated, maybe that was frustrating some of us. IMO a Support Forum is essential for complex products like yours. It is not only for getting support from the developers, users helping other users is another part of the equation. Many smaller but also some more complex problems can be solved by user to user support with no need for developers to chime in. In a support forum the user also gets more insight into complex problems (some issues maybe caused by different reasons). I've always liked reading in support forums and learned a lot. Last not least, a good support forum is also showcasing a good product.

My simple equation: No support forum = No (further) purchase.

 

[ltu6800 17]

5 hours ago, rstough said:

Stan -

 

You can automatically reset your serial key.

 

https://forms.office.com/Pages/ResponsePage.aspx?id=5PDm-Xzh602JiRd9URMT-CTbBaP2SaVIqkD_yxMLYEpUQkY1OTJUQlVJUVYzTUhIMjNCWFozSFNNUSQlQCN0PWcu

Fill out the required information in the form and it will send you a confirmation that it has been reset.

 

Same problem here with the key, I installed Environment Force only one time. I did send an email to reset my key. Here is the response ...

This email is to inform you that your REX customer support ticket has been generated per your request.  One of our specialists will be contacting you via email within 24 hours.

Sincerely,

REX Quality Assurance Team

Hours of Operations:
Monday through Friday
9:00 AM to 5:00 PM MST (-7 GMT)

 

My country is +1 GMT ... really great! 

[Reader 2,037]

Quote

My country is +1 GMT ... really great! 

It comes to something when the only complaint that can be made is that a company is in a different time zone. E mails can be sent and read at any time, making the comment entirely redundant.

[ltu6800 17]

11 minutes ago, Reader said:

It comes to something when the only complaint that can be made is that a company is in a different time zone. E mails can be sent and read at any time, making the comment entirely redundant.

Yes, it comes to something, when you are working hard all day and try to fly around for half an hour before going to work, just to relax, and you have to realize, that today you will not be able to do that. But thank you anyway for this comment. 

[JoeFackel 760]

6 hours ago, rstough said:

We just aren't using the forum method anymore for we found it to be more frustrating for customers.

A forum is a HUGE database to search for solutions on my own. Its more frustrating to have fill out a support form for every small f***** problem i have.

[Reader 2,037]

4 minutes ago, JoeFackel said:

A forum is a HUGE database to search for solutions on my own.

Agreed. I see why they did what they did but disagree with the chosen solution.

Edited February 25, 2020 by Reader

[IanHarrison 528]

Also got the notification this morning. Just had to remember where I bought it to get the serial.

Otherwise painless.

But why does it want a serial again on an already installed program?

[pete_auau 1,174]

22 minutes ago, IanHarrison said:

Also got the notification this morning. Just had to remember where I bought it to get the serial.

Otherwise painless.

But why does it want a serial again on an already installed program?

not  the only  addon that  requires  you  to enter  your  serial numbers  again for  updates,  might  be  to make  sure  that  you  had  purchased  it  is  the only  thing I  can think off

[Reader 2,037]

Entering the licence details to run the installer is very common.

Entering the licence details to run the product is very common.

Entering the licence details to run the installer and then having to enter the same licence details to run the product is less common.

Edited February 25, 2020 by Reader

[kand 205]

Dont know why but I am pretty underwhelmed by the change log for what seems like a long wait for an update so it doesnt prompt me to take a 2nd look, stopped using EF some time ago and went back to TS anyway. Infact I have stopped using all Rex products of late, since skyforce seems like years have passed without any content fixes which was always the draw for me, not the wx engine. 

I think Rex have taken on too much and cant maintain it, bit like a restaurant with too many dishes on the menu! When they just did art content for FS they were the market leaders IMHO

Agree the lack of forum is disappointing but for a small company I can appreciate why, responding to posts becomes full time and doesn't work as a business 

Edited February 25, 2020 by kand

[Ricardo41 5,965]

FWIW, I installed the update with no problem. Previously, I had an issue with activating the program, but REX support resolved it quickly via their ticket system.

Edited February 25, 2020 by Ricardo41

[rstough 531]

5 hours ago, Nemo said:

It has never been frustrating to me.

But your forum structure was a bit over-complicated, maybe that was frustrating some of us. IMO a Support Forum is essential for complex products like yours. It is not only for getting support from the developers, users helping other users is another part of the equation. Many smaller but also some more complex problems can be solved by user to user support with no need for developers to chime in. In a support forum the user also gets more insight into complex problems (some issues maybe caused by different reasons). I've always liked reading in support forums and learned a lot. Last not least, a good support forum is also showcasing a good product.

My simple equation: No support forum = No (further) purchase.

 

I think you are missing my point.

For general help we moved to Discord because it software we do NOT have pay to maintain and it allows our team more time responses.  

For more complex support we moved to a ticketing system through our website.  This allows us to have more direct contact with customers and keep issues more organized.

The original support forum had was a mess and we spent more time trying to keep it in order than servicing customers.

We realize we cannot please everyone, but this will not change going forward.  From the surveys we receive from our customer support are nearly 5 out of 5.

[rstough 531]

Here are your options for support:

For general questions please join our Discord channel:

https://discord.gg/h3KdtHa

For more direct support you can open a support ticket:

http://rexsimulations.com/support.html

On that page there are 3 forms:

1.) One form if you need your serial key reset immediately. 

2.) One form to receive a direct download link if you are having an issue with you current build.

3.) One general from for more complex issues.

Forms 1 and 2 are mostly automated unless we are not able to validate your purchase.

Form 3 will be reviewed by our support team.

[Jac_49 35]

I just downloaded the REX EF update, following the instructions as described on the download site.  No problems EF works great.

[rstough 531]

33 minutes ago, Jac_49 said:

I just downloaded the REX EF update, following the instructions as described on the download site.  No problems EF works great.

Thank you for the update.  Glad to hear it is working well.